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Specialist, Client Services

1805008 Requisition #
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Currently, we are seeking an Associate of Operations Support for our Toronto, Canada office.

Job Profile Summary
The primary purpose of the Operations Support, role is to provide internal support to the sales/operations group; may act as a liaison to client. Main responsibilities may include: handling the administration of client transactions, pre/post sales support, project/process management, daily banking, and other accounting and administrative functions. The individual will be required to have a thorough understanding and knowledge of the transaction process, risk management rules and policies, and other industry specific policy and procedures to support essential responsibilities.

  • Handling of incoming telephone calls and emails from both Internal and External Customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards.
  • Ensure that all relevant information is input accurately and completely into SFDC and is updated each time an action is carried out relating to that client.
  • Provide bespoke transaction monitoring, frequent reporting or dedicated point of contact for agreed clients, as directed by the Client Services Team Leader.
  • Update cases and clients regularly, in accordance with agreed SLAs.
  • Act as conduit (Bridge) between Sales, Client and Operations
  • Keying workaround orders as appropriate
  • Printing and sending cheques as ordered by our customers
  • Managing past due payments and overdue contracts
  • New User set ups
  • Password resets
  • Liaising with customers and internal departments regarding post payment queries

  • 1 years’ experience in a busy team in a client-facing function within the financial services sector
  • A passion for excellence in customer service and customer management, along with a proven track record for embedding this passion in team culture
  • Ability to lead by example and deliver service excellence to customers
  • Maintain and exceed targets and meet tight deadlines
  • Able to identify own development areas and training needs
  • Excellent communication and listening skills with the ability to network and build internal/external relationships at all levels
  • Build and maintain supportive relationships with key business contacts, to include the forging of relationships with key stakeholders within the business
  • Ability to influence others to a desired outcome
  • Highly driven, with strong desire to succeed
  • Analytical capacity and innovative problem-solving skills
  • High degree of professionalism, with a confident, assertive style
  • Desire to exceed personal and team targets
  • Team player
  • Effective time management skills
  • Solid computer skills with ability to use MS Outlook, Excel, Word, PowerPoint and the Internet

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